Just after complaints about equipment- "public-relation skills"???? At 32% of
complaints???? Impossible. We are the happiest, most customer friendly
operators on the
planet, aren't we?? Oh, yeah. Well, check this out and let me know what your
are, and how you think Trimet could reduce the number of complaints it receives.
Customer Service Information Intake and Entry 2006
For calendar year 2006, the Customer Satisfaction work unit fielded over 64,000
60% telephone calls
27% Internet messages
11% overnight phone messages
1% US Mail or Comment Cards
1% in person
The Customer Satisfaction work unit entered over 26,000 Customer Service
(CSI) reports during the same period.
13% service requests
Of all CSIs that were complaints:
32% "public-relations skills"
20% service delivery
10% driving safety
2% fare system, sales, or customer information
Lost & Found assistance – approximately 170 per month
Radio calls from TriMet employees in the field – approx 30 per month